KEY RESPONSIBILITIES

CUSTOMER EXCELLENCE

* Deliver outstanding service to residents, prospective tenants, and visitors

* Drive resident engagement through community events and initiatives

* Build and maintain exceptional NPS scores and online reviews (Google, Trustpilot, HomeViews)

* Foster a vibrant community atmosphere within the development LEASING & REVENUE MANAGEMENT

* Conduct regular market analysis and competitive intelligence

* Contribute to dynamic pricing strategies and rental rate recommendations

* Maximize occupancy through proactive lease-up and renewal management

* Lead viewings and manage the full lettings cycle from enquiry to move-in

* Manage relationships with external lettings agents

* Oversee referencing, GDPR compliance, and administrative processes

* Drive arrears management and maintain healthy revenue performance

* Ensure compliance with HMO regulations and licensing requirements

TEAM LEADERSHIP

* Recruit, train and develop the lettings team

* Create a positive, high-performing team culture

* Act as a role model and brand ambassador

* Share knowledge and drive continuous improvement initiatives

PERFORMANCE METRICS CUSTOMER & RESIDENT

* NPS (Net Promoter Score)

* Customer satisfaction surveys

* Resident retention rates

* Online review ratings FINANCIAL

* Revenue performance

* Rent growth achievement

* Occupancy levels

* Arrears & bad debt percentages

* NOI performance TEAM

* Employee satisfaction

* Staff retention

ESSENTIAL REQUIREMENTS

Experience:

• Proven track record in residential lettings, ideally within Build-to-Rent, PBSA, or serviced apartments

Performance:

• Demonstrated success in achieving and exceeding leasing targets Leadership: Experience coaching and developing direct reports

Customer Focus:

• Exceptional relationship-building skills and attention to detail

Communication:

• Clear, professional written and verbal communication

Technical:

• Intermediate MS Office skills and property management software

Attitude:

• Positive, proactive, can-do approach with high energy

Flexibility:

• Ability to work Saturdays and bank holidays on a rota basis

DESIRABLE

* Direct BTR sector experience

* Professional qualifications (NFOPP, RICS, ARLA)

WHY THIS ROLE?

* Work with a progressive, values-driven operator in the BTR sector

* Lead a dedicated team in a premium residential environment

* Opportunity to make a real impact on resident experience

* Professional development and growth opportunities

* Collaborative, supportive culture